Hello,

The Pragmatic Spring Battle tournament ended on April 30th. I came 4th and won €4,500 no wager. According to the tournament rules, winnings are paid out within 72 hours. The 72-hour period is over and I still haven't seen any money. While we players are immediately punished if we violate the general terms and conditions or rules, the casinos or providers are never punished. That can't be right.

Hallo,

Am 30.4 endete das Pragmatic Spring Battle Turnier,ich habe den 4 Platz gemacht und somit 4500€ no wager gewonnen,laut dem regeln des turnieres werden die gewinne innerhalb von 72 stunden ausbezahlt,die zeitspanne von 72 stunden ist vorbei und ich sehe noch kein geld,w?hrend wir spieler sofort vestraft werden wenn wir gegen die allgemeinen gesch?ftsbedingungen oder regeln verstossen,werden die casinos oder provider nie bestraft das kann ja nicht sein.

Dear CroCop84,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with the tournament payout.

To further assist you with your issue, could you please clarify the following:

• Can you provide any screenshots or evidence of your tournament placement and the terms regarding payouts?
• Do you have any previous experience with delays in tournament payouts from this casino?

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Kristina

Hello Kristina,

Yes, I took screenshots during the tournament and afterwards. I have won several times in these tournaments so far and it was never a problem. Now they don't give me a reason and say it's complicated. And when I ask something, I don't get an answer. I am 1000% sure that I didn't break any rules. I think my winnings are simply being withheld for no reason. As you can see, the screenshots were taken after the tournament.

Hallo Kristina,

Ja ich habe Screenshoots gemacht,w?hrend dem Turnier und dannach auch,ich habe mehrfach in diesen Turniere bis jetzt gewonnen und war nie ein Problem,jetzt nennt man mir keinen Grund und sagt ja das ist Kompliziert,und wenn ich Frage was,dann bekomme ich keine Antwort,ich bin mir zu 1000% sicher das ich gegen keine Regel versto?en habe,ich glaube mein gewinn wird einfach ohne Grund zurückgehalten.Woe du siehst sind die screenshoots nach dem Turnier gemacht worden.

Thank you very much for your reply, CroCop84. Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post it here. Thank you in advance.

Hello Kristina,

I have now received my money, but only after a one-week delay.

But that still doesn't mean that I'm satisfied, because as soon as we players stray even a millimeter outside the general terms and conditions, we are immediately punished, and casinos and game providers can carry on without consequences. Normally I'm entitled to a daily interest rate.

Hallo Kristina,

Ich habe nun mein Geld bekommen,aber auch nur nach 1 Woche versp?tung.

was aber trotzdem nicht bedeutet das ich zufrieden bin,da wir spieler sobald wir auch nur milimeter ausserhalb der allgemeinen gesch?ftsbedingungen uns bewegen sofort bestraft werden,und casinos und auch game provider ohne konsequenzen weitermachen k?nnen,normalerweise steht mir eine tageszins zu.

Dear CroCop84,

I understand the situation was frustrating, but at least you received what was rightfully yours. Perhaps there were some technical difficulties on the casino's side, as this has not happened before, but I'm glad to hear that your issue has been resolved successfully, even if it was later than expected.

I will now mark the complaint as 'resolved' in our system.

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Kristina

www.kpvfaw.com